What users are saying about
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Top Rated
123 Ratings
103 Ratings

Birdeye

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Top Rated
123 Ratings
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Score 7.6 out of 100
103 Ratings
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Score 8.4 out of 100

Attribute Ratings

  • Zendesk Chat is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.2

Birdeye

72%
82 Ratings
8.7

Zendesk Chat

87%
18 Ratings

Likelihood to Renew

Birdeye

N/A
0 Ratings
8.0

Zendesk Chat

80%
1 Rating

Usability

9.7

Birdeye

97%
11 Ratings

Zendesk Chat

N/A
0 Ratings

Support Rating

6.1

Birdeye

61%
13 Ratings
8.1

Zendesk Chat

81%
4 Ratings

Likelihood to Recommend

Birdeye

If you want to increase online review volume and ratings while saving loads of time, Birdeye will do that for you. Small or large business, Birdeye can support you. Birdeye does not include support for all 3rd party review platforms based on the policies of those platforms; however, Birdeye is willing to work with its clients and aggregate 3rd party data into their platform so that you can stay on top of your reputation and client needs without the need to spend time always heading to those 3rd party websites.
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Zendesk

It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.
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Pros

Birdeye

  • Their support is excellent. Always fast and efficient.
  • Implementation was easy and fast. You are assigned an implementation manager to get everything connected.
  • Birdeye is constantly innovating and creating new value through added features and functionality. They're much more than just online review curation.
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Zendesk

  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
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Cons

Birdeye

  • It would be nice for Birdeye to work with product reviews. Currently they're about business reviews only.
  • Is there a way to get BirdEye to sync with Amazon? Product reviews on Amazon would be huge.
  • The integrations are generally easy to add, but it would be nice to have a WordPress addon that makes it happen seamlessly.
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Zendesk

  • Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none.
  • Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
  • Zopim reporting is very hard to retrieve unless you have the highest plan. Agents cannot access reporting unless they are admins. The reporting information is not as robust as it should be.
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Pricing Details

Birdeye

Starting Price

$0

Editions & Modules

Birdeye editions and modules pricing
EditionModules
Standard$299.001
Professional$399.002
PremiumCustom Pricing3

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Zendesk Chat

Starting Price

$11.2 per month

Editions & Modules

Zendesk Chat editions and modules pricing
EditionModules
Lite$01
Basic$142
Advanced$253
Premium$554

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $0

Additional Details

The pricing above is price per user per month. You will get a discount when you opt for annual payment.

Likelihood to Renew

Birdeye

No answers on this topic

Zendesk

Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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Usability

Birdeye

Birdeye is very self explanatory. It makes it very easy for our team to manage . We are able to use on our laptop along with our phones. My clients love that we an send the link though a text . It has been easy to navigate the platform weather is reviewing reviews to requesting help from help desk.
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Zendesk

No answers on this topic

Support Rating

Birdeye

Support can always be better. I feel like there are shifts in leads at Birdeye all the time and it's hard to create a relationship with someone only to then be told you're being re-assigned. Would be nice to stick it through with someone for more time than a year or less. Not sure of the varying degrees of support and what's offered based on how much you spend with Birdeye, but that seems to be a heavy factor on the outside looking in.
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Zendesk

Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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Alternatives Considered

Birdeye

There is no comparison to Birdeye!! We have used 2 other reputation management companies in the past. We always had to ask every patient that came in to please take time to go online and give us a review. That was always met with a "look" from the patient and the staff felt uncomfortable asking. With BirdEye we don't have to do that any longer! They do the work for you, seamlessly and effectively, therefore, making our staff and patients happier.
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Zendesk

I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
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Return on Investment

Birdeye

  • All Positive ROI - It's simple
  • As a re-seller, it's all residual income, sell it once, train them, your done.
  • Even if we manage it as a re-seller, once you know the platform, you can pay a college student pennies to send out the campaigns or train clients. As an owner, I recommend it, my clients take my expert opinion, I'm done.
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Zendesk

  • It is easy to use with no technical knowledge and has helped in providing after-sales service to clients.
  • Also helped in generating more sales by interacting with prospects and solving their doubts and issues
  • We also used it for data analytics to understand the various people who visited our website with various queries. We analyzed a few of them and created FAQs on our website
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Screenshots

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